Job Description

NOVA-TECH ENGINEERING is seeking a Tech Services Representative to join our team! Working as a team member in the Scrum team, this role is critical to providing technical services and sharing valuable information to all team members. The Tech Services team is responsible for providing troubleshooting support and training to internal and external customers on NTE products. This position requires customer service experience, a technical aptitude, and attention to detail. A drive to seek out and create improvements on products, processes, and tools is a key part of the Tech Services role.

ABOUT US:

Through innovative process automation technology, Nova-Tech Engineering engineers and manufactures automated robotics systems that serve the agricultural industry around the globe. Our headquarters is located on the beautiful and historic MINNWEST TECHNOLOGY CAMPUS in Willmar, MN. We hire technically passionate career minded individuals to add value to our organization and align with our values!

SUMMARY OF CORE RESPONSIBILITIES:

• Manage incoming calls and customer service inquiries during business hours.

• Provide troubleshooting advice for our existing and new products for both domestic and international customers.

• Build sustainable relationships and trust with customer accounts through open and interactive communication.

• Communicate trends to management on call volume, nature of calls, cases, inventory management, backorders, order placement, treatment issues, and other areas of concern relative to meeting departmental goals and objectives.

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

• Create and implement troubleshooting practices and documentation, including following communication procedures, guidelines and policies.

• Create documents such as parts catalogs, technical manuals, or troubleshooting procedures.

• Train internal and external clients on technical aspects of NTE products such as proper use and troubleshooting.

• Utilize Customer Relation Management (CRM) Software to record customer events, interactions, and to manage customer information.

• Gather customers' machine data, generate useful reports, and effectively communicate the information to customers.

• Determine, prioritize, and coordinate projects to improve data utilization and analysis (e.g., H.D.A. Alarm System).

• Provide accurate, valid and complete information by using the right methods/tools (CRM, EPDM, AX, Web Order).

THE IDEAL CANDIDATE SKILLS AND EXPERIENCE:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate’s degree or two years of equivalent higher education.
• Experience providing customer service and support.
• Experience with electrical circuitry and providing equipment maintenance and repair is preferred. 
• An ability to travel, both domestically and internationally, on rare occasion is required.
• A valid driver’s license is required.
• Bilingual in English | Spanish or other language preferred. 
• Strong organization skills and well-developed written and verbal communication skills. 
• Highly developed interpersonal skills with the ability to work well within a team in addition to working autonomously with strong decision-making abilities.
• Mechanical and technical skills with the ability to maintain and repair machines.
• Ability to handle detailed documentation and paperwork with attention to detail.
• Drive to provide quality service and support.
• The ability and initiative to identify problems and opportunities, make recommendations, and implement effective solutions and courses of technical action.
• Proficiency in Microsoft Office and computer skills.
• Ability to give presentations and communicate information to various audiences. 
• Respect individuals, appreciating diversity in experience, education, and organization level.
• Successfully navigate multiple demands simultaneously in a deadline-oriented environment.  
• Ability to take on new and difficult challenges and take risks.
• Ability to understand and communicate technical information applicable to the work.
• Ability to use and communicate practices and procedures to complete assignments.

THE IDEAL CANDIDATE WILL ALIGN WITH NOVA-TECH ENGINEERING CORE VALUES:

Collaboration | Communication: We will combine diverse talents to achieve shared goals. Agility: We will be adaptable and flexible to do whatever is necessary to succeed. Strengths: We will capitalize on the unique talents of each employee every day. Innovation: We will inspire the application of imagination and science to create unique solutions to problems. Excellence: We are committed to continually raising the bar for our products, processes and services. Servant Leadership: We actively steward the Purpose, Vision and Values of Nova-Tech Engineering.

NOVA-TECH ENGINEERING currently offers a benefits package consisting of: medical insurance, paid holidays, PTO, health savings account with company match options, vision and dental insurance, short and long term disability, and a 401K plan with an immediate 100% match of the first 5% of your wages starting DAY ONE! We also compensate full-time employees with an additional 5 days of PTO during the Christmas and New Year holiday season.

STRENGTHS BASED CULTURE: We believe in the Gallup strengths based concept of discovering employees' natural talents and managing to those strengths in order to maximize engagement and productivity. A strengths-based approach is one that understands each employee brings a unique set of talents and drive to their job, and that if allowed to further develop and use those strengths, everyone wins.

TO APPLY OR FURTHER INQUIRE CONTACT: Melissa Sorenson | Talent Acquisition  MelissaS@nteglobal.com

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